Dealing with unhappy customers as a source of wisdom
How to make benefits with multi-channel customer support. Magic recipes for eCommerce. Nowadays all successful businesses are customer oriented. But if it isn't it has to be ruthless monopolist or criminal. Customer’s loyalty is the main value. It costs money. But ignoring customer troubles costs much more. Satisfied clients can tell 6-7 people how happy they are. But unsatisfied ones 3 times likely to tell their friends about a negative experience, they make it public through numerous social channels as a result business will get bad reputation and negative reviews. After that 80% of people that may be your customers won’t buy. It’s better to prevent this issue providing effective customer support. That’s why eCommerce businesses in need of reliable system that will help to organize requests from all sources in a single place, automatize assigning and other processes inside organization and analyze results. “Your most unhappy customers are your greatest source of learning” (Bill Gates). They complain, in details explain their ‘pain’, show your weaknesses. You just have to make right conclusions and improvements. “Customers don’t expect you to be perfect. They expect you to fix things when they go wrong” (Donald Porter)
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Dealing with unhappy customers as a source of wisdom
- 1. Meet Magento Poland 2014 Sergey Lysak Eltrino #mm16cz Dealing with unhappy customers as a source of eСommerce wisdom
- 2. Agenda Customer support is required Customer support should be fast effective, omnichannel Benefits from effective customer support
- 3. Customer is a King at any market All successful businesses are customer oriented
- 4. Customer’s loyalty is the main value Attracting new customers will cost your company 5 times more than keeping an existing customer The probability of converting an existing customer is 60- 70%. The probability of converting a new prospect, on the other hand, is only 5-20% Repeat customers spend 33% more compared to new customers
- 5. All businesses have customers Sometimes customers have troubles That’s why all businesses are in need of reliable customer care
- 6. Bill Gates “Your most unhappy customers are your greatest source of learning”
- 7. Customers don’t hate issues they hate issues that don’t get fixed
- 8. “Customers don’t expect you to be perfect. They expect you to fix things when they go wrong” Donald Porter
- 9. Why Do Customers Leave a Company?
- 10. 42% of consumers would rather clean a toilet than contact customer service
- 11. 96% unhappy customers don’t bother to complain, they simply walk away
- 12. Unhappy clients 3 times likely to tell their friends about a negative experience It takes 12 positive experiences to make up for one unresolved negative experience It takes 10 positive reviews to make up for one negative one
- 13. Satisfied clients can tell 6-7 people how happy they are. But unsatisfied ones 3 times likely to tell their friends about a negative experience they make it public through numerous social channels 80% of people that may be your customers won’t buy
- 14. A buyer is 4 times more likely to buy from a competitor if the problem is service related, compared to price- or product-related issues
- 15. It’s better to prevent issues providing effective customer support
- 16. Customer service is very important in their choice Stopped doing business with a brand due to a poor customer service 97% 68%
- 17. Years of trust and loyalty can be crushed by only one disappointment
- 18. Successful service culture becomes the last and a lasting differentiator to obtain and retain customers
- 19. You have to react immediately
- 20. To react fast you need to automatize support process, organize it properly
- 21. 20% The most frustrating aspect of a customer service experience is being passed between agents
- 22. Customer support should be effective
- 23. Customer support should be omnichannel
- 25. Customer support system has to organize all incoming customer requests from all sources (e-mail, Facebook, Twitter, sms, phone, requests from website, etc) in a single place and provide communication through the same channel
- 28. Sales will know more about customer needs and preferences
- 30. Right marketing offers and promotions
- 32. Insights about the competitive landscape
- 33. To determine what part of your business needs the most investment
- 34. 86% of buyers will pay more for a better customer experience Sensible support provides positive customer experience Differentiate yourself based on the experience you deliver to customers, not on the products you sell
- 35. “Totally satisfied” customers contribute 14 times more revenue than “somewhat satisfied” customers
- 36. A 5% increase in customer retention can increase a company’s profitability by 75%
- 37. Thank you for attention! sergey@eltrino.com https://github.com/eltrino/diamantedesk-application Clone DiamanteDesk from GitHub